Jul 13 2020

    CUSTOMIZE YOUR CUSTOMER SERVICE What works for one company may not for another. WE ALL KNOW too well that one style of leadership is not appropriate for all employees nor for all situations.   Paul Hersey writes a lot about this in his book, The Situational Leader.  Customers are the same way.  Each has their own needs and desires […]

Jul 09 2020

  SERVICE IS UNDER ASSAULT Stand out with great service during COVID THE COVID-19 pandemic is wreaking havoc on customer service. And those that can keep their customers happy will be more noticeable than those that don’t. Recently I had these 4 experiences: Delta announced a 9 hour wait time to talk to an agent.  Shirts […]